AccountId: 011433970860
ContactId: b06e9e57-7172-448f-91dd-d0662aa58693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224860 ms
Total Talk Time (AGENT): 82041 ms
Total Talk Time (CUSTOMER): 94595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b06e9e57-7172-448f-91dd-d0662aa58693_20250313T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm fine, thank you, ma'am. [PII], I have policy number 1975793.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Participant #3.
[CUSTOMER][NEUTRAL] [PII], the, the daughter, you know what, I cannot for the life of me swear that I verified her last name. Dear God, help me. I verified her dad's date of birth, her date of birth, address, you know, everything. But for the life of me, I cannot remember if I asked her about her date of birth. Um.
[AGENT][POSITIVE] It's all right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I think she just has questions about benefits and prescriptions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, uh, I don't know anything about that kind of stuff. Uh, do you want the callback number, dear?
[AGENT][NEUTRAL] Yeah, let me grab that from you, [PII].
[CUSTOMER][NEUTRAL] OK, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][MIXED] [PII], my voice actually worked for you. It's been going in and out bad, bad, bad.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] End of the day.
[CUSTOMER][POSITIVE] I know it's been doing it all day, the day it seems like it's getting a little better, you know.
[AGENT][NEUTRAL] Oh, dog gum, dog gum. Well.
[CUSTOMER][POSITIVE] That's all right. That's all right. Anyway, you're ready, dear?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep, send her on over.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] Oh wait, hold on, I didn't do it. So I did.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, this is she.
[AGENT][NEUTRAL] Hi, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Doing good and yourself?
[AGENT][NEUTRAL] Good, thank you. So I understand from [PII] she said that you had some questions just in regards to um benefits and coverage on the plan, is that correct?
[CUSTOMER][NEUTRAL] Yes, correct. Uh, my primary insurance is saying that they're not covering or that they don't, it's not a covered benefit of a particular medication that I was prescribed, and I wanted to see if through you guys it may be covered.
[AGENT][NEUTRAL] OK, yeah. Let me just pull up your policy and see if there's any sort of prescription on this.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Secondary plan.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEGATIVE] It looks like this particular secondary plan doesn't have any sort of coverage on it for medication prescriptions. I don't see. Um.
[AGENT][NEUTRAL] Looks like everything is more so hospital emergency room, like ambulance, any sort of testing in a facility.
[AGENT][NEUTRAL] Or medical equipment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] But unfortunately, not any prescription.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK got it alrighty well thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Yeah, not a problem, [PII], have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.